Customer Service Specialist

This position will be out of our Livermore, CA location in the Abbott Heart Failure, Acelis Connected Health business.

Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges.

As the Customer Service Specialist, you will handle inbound and outbound calls in a fast paced, high volume call center.

You will interact with customers to assist with demographic, member plan and physician changes, as well as collecting results and creating supply orders.

You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints.

The role includes providing testing support, product overview and basic technology instructions.

Customer Service Specialists provides general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.

Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Handling of Inbound and Outbound customer calls.
• Collects, receives, and records INR results.
• Utilizes call scripting provided when conducting patient phone calls.
• Contacts physician for INR results based on clinic’s reporting preferences and as outlined by Acelis Connected Health policies and procedures.
• Monitors and assists customers with adherence to prescribed test frequency.
• Promotes use of digital platforms
• Provides assistance in the use of digital platforms.
• Demonstrates knowledge of products used to obtain INR results and provides assistance to customers, as applicable.
• Responsible for time management, adherence to schedule and attendance.
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.

• High School diploma or equivalent
• 2 years of high call volume call center experience
• Communicate clearly and concisely, both in writing and verbally with others in a professional manner.
• Strong computer skills, proficiency navigating multiple websites and platforms.
• Proficient with Microsoft office programs and smart devices.
• Versatility, flexibility, and willingness to work within constantly changing priorities.

• 2+ Experience in high call volume call center
• 2+ Experience in a clinical environment

• Must be able to work sitting down for extended periods of time.
• Must be able to work with computer and multiple computer screens for extended periods of time.
• No lifting over 10 pounds required without assistance.